Returns & Refunds
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Your cancellation rights
Under the Consumer Contracts Regulations 2013, you have the right to cancel your order and return unopened wines within 14 days of receiving them.
This is known as your “cooling off period” and applies to all online purchases.
What you need to know
- You have 14 days from the date you receive your wines to notify us of cancellation
- Wines must be returned in their original, unopened condition
- You’re responsible for the cost of returning wines to us
- We’ll refund the full price of the wines plus original delivery charges (if you’re returning the whole order)
This right does not apply if:
- The wine seal has been broken or bottles have been opened
- Wines were purchased as part of a wine club subscription (see exceptions below)
How to return wines
Step 1: Notify us of your return
Email us at wine@walsingham-estate.co.uk within 14 days of receiving your order with:
- Your order number
- Which wines you’re returning
- Reason for return (optional but helpful)
We’ll confirm receipt of your cancellation notice.
Step 2: Package wines securely
Return wines in their original packaging if possible. If not, please ensure bottles are:
- Wrapped securely to prevent breakage
- Packed in a sturdy box with adequate protection
- Clearly marked as containing fragile items
Step 3: Return to us
Send wines to:
Walsingham Estate Vineyard
Returns Department
10 Common Place
Walsingham
Norfolk, NR22 6BP
You must return wines within 14 days of notifying us of cancellation.
Return postage costs
You’re responsible for the cost of returning wines to us, unless the return is due to our error (wrong item sent, faulty wine, etc.).
We recommend using a tracked delivery service as we cannot be responsible for wines that don’t reach us.
Risk during return
Wines are your responsibility until they reach us. We recommend using adequate insurance when shipping wines back.
Refunds
Refund processing time
We’ll process your refund within 14 days of:
- Receiving the returned wines back from you, OR
- Receiving proof that you’ve sent the wines back (e.g., tracking information)
Whichever is earlier.
What we’ll refund
Full order return: We’ll refund the full price of the wines plus your original delivery charge.
Partial order return: We’ll refund the price of the returned wines only. Original delivery charges are not refunded for partial returns.
Return postage costs
Return postage costs are not refunded unless the return is due to our error (wrong item, faulty wine, damage in transit).
How you’ll receive your refund
Refunds will be processed back to your original payment method:
- Credit and debit card refunds typically appear within 5 to 10 working days
- Apple Pay and Google Pay refunds go back to the card linked to your wallet
- Bank transfer refunds may take 3 to 5 working days
Refund processing times depend on your bank or payment provider.
Refund confirmation
We’ll send you an email confirmation once your refund has been processed.
Faulty or damaged wines
If your wines arrive damaged, or if a wine is faulty (corked, oxidised, or otherwise undrinkable), we’ll make it right.
What to do
Contact us within 7 days of delivery at wine@walsingham-estate.co.uk with:
- Your order number
- Description of the problem
- Photos of damaged bottles or packaging (if applicable)
Please keep the wine and original packaging until we’ve had a chance to investigate.
What we’ll do
We’ll either:
- Send a replacement bottle free of charge, OR
- Provide a full refund including original delivery costs
The choice is yours.
Return requirements
For damaged wines, we may ask you to return the bottle so we can investigate with our courier or winemaker.
We’ll provide a prepaid returns label – you won’t pay for return postage for faulty or damaged items.
Corked or faulty wine
Wine is a natural product and occasionally bottles can be affected by cork taint or other faults.
If you believe a wine is faulty, we’ll happily replace it or refund you. We may ask questions about the fault to help us improve quality control.
Wrong item delivered
If we’ve made an error and sent you the wrong wine, we’ll put it right immediately.
What to do
Contact us as soon as possible at wine@walsingham-estate.co.uk with:
- Your order number
- What you ordered versus what you received
- Photo of the wine you received (if possible)
What we’ll do
We’ll:
- Send you the correct wine immediately at no extra charge
- Arrange collection of the incorrect wine (free of charge)
- You can keep the incorrect wine if you’d like it (our gift to you for the inconvenience)
Our error, our responsibility – you won’t be out of pocket.
Exceptions to returns
There are some situations where we cannot accept returns or offer refunds:
Opened bottles
Once the seal is broken and a bottle is opened, we cannot accept it back for hygiene and quality reasons.
Exception: If the wine is faulty (corked, oxidised), we’ll still replace it even if opened – see “Faulty wines” above.
Wine quality preferences
If you simply don’t like the taste of a wine, this doesn’t qualify as a fault. Wine is subjective, and taste preferences vary.
However, if you believe a wine is genuinely faulty rather than just not to your taste, contact us and we’ll discuss it.
Damaged during return
If wines are damaged during return shipping due to inadequate packaging, we cannot offer a refund.
This is why we recommend using tracked, insured shipping for returns.
Past the return period
Returns must be notified within 14 days of receiving your order (or 7 days for faulty wines).
After this period, we can no longer accept returns, except in exceptional circumstances.
Contact us
If you need help with a return or have questions about our returns policy, please get in touch.
Correspondence
Walsingham Estate Vineyard
10 Common Place
Walsingham
Norfolk
NR22 6BP
Email: wine@walsingham-estate.co.uk
Phone: 01328 820259
Registered office
Walsingham Estate Farming Limited
Walsingham Abbey, Sunk Road
Walsingham
Norfolk
NR22 6AJ
Company Number: 07541165
We aim to respond to all returns enquiries within 2 working days.
Our promise: We want you to be delighted with your Walsingham wines. If something’s not right, we’ll make it right.